LiveVox Call Recording Suite Upgraded to Record Manual Calls

LiveVox, a provider of hosted-dialer solutions, today announced enhanced call recording capabilities to enable recording of manually dialed calls. Because LiveVox can record all outbound and inbound calls, credit and collections clients no longer need to spend operating capital on third-party call recording packages.

Creditors are increasingly pressing on agencies the need to record all calls. While some dialing systems have included call recording features at additional costs, an increased need to record inbound or manual calls have forced receivables firms to pursue expensive recording packages.

“A stressed consumer environment always increases the threat of lawsuits and regulatory action, which makes agent monitoring tools like call recording absolutely crucial,” said John McNamara, chief marketing officer of LiveVox. “In the past, this required expensive recording hardware, but the industry has reached a tipping point, as large and respect agencies are transitioning to hosted dialing from hardware limited line dialers.”

The unlimited calling capacity of the LiveVox system increases agent talk time by 30 percent to 50 percent compared to limited line dialers. An aggressive focus on product development has enabled LiveVox to bring to market a complete dialing solution that includes inbound/outbound agent blending and preview and manual dialing modes. Call recording for outbound, inbound, and manual calls is just one feature of the LiveVox agent monitoring and compliance suite, which is included for all clients at no additional cost. Recordings can be searched and accessed by clients via the web-based manager’s interface and are also provided to clients as files for long-term storage.

“The unlimited calling capacity of LiveVox has delivered productivity gains that our clients haven’t seen for a very long time, but we have also focused on building a complete dialing solution with the flexibility and scalability of the hosted platform,” said Louis Summe, CEO of LiveVox. “All other vendors offer solutions that are built to work in conjunction with hardware dialers. LiveVox is the only hosted vendor to deliver a solution that enables clients to shut down dialer hardware.”